British Gas Reviews

Name: British Gas
Address: PO Box 4805, WORTHING
Rating: 1.22

1.2 Rating 3,209 Reviews

5 %

of reviewers recommend British Gas

Company Reviews

Questions

Metrics

1.2

Based on 3,209 reviews

Shipping & Delivery
Delivery Methods	Own Driver, Postal Service
Average Delivery Time	Over A Month
On-time Delivery	Greater than 15%
Accurate And Undamaged Orders	Greater than 81%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week
Customer Service	1.1 out of 5
Returns & Refunds
Refunds Process	Difficult

Visit Website

Phone:

0800 980 6005

Email:

customerservice@britishgas.co.uk

Location:

PO Box 4805
WORTHING
BN11 9QW

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British Gas 1 star review on 26th December 2025

106

Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Discovered water leaking through ceiling. Not sure if this was a plumbing or central heating issue so reported it as a leak (my Home Care contract covers both). Managed to book online for an engineer to come the following morning. So far so good - or so I thought. The Engineer did arrive but not until after lunch just as a was on the phone to BG (in a queue!) to ask what was happening. After a very quick inspection he decided that the leak was coming from a central heating valve which, because he was from the plumbing division, he could not fix but said he would get back to BG and arrange a gas engineer to come. BG then phoned me to inform me that as I still had heating, hot water and electrics this was not an emergency and that the earliest appointment to replace the valve was 8th June, SIX WEEKS away. When I protested he just repeated that it was (in BGs opinion) not an emergency and basically I could take it or leave it and if I wanted to take it I would have to provide my credit card details there and then. I have raised a formal complaint with BG but was told this could take 4-6 weeks to respond! I have had Home Care for many years and, on the odd occasion had the need to call them out, had always has excellent service. This company has gone downhill rapidly. It no longer cares for its customers and service is non existent. I shall not be renewing my Home Care(less) contract.”

Helpful Report

Posted 4 years ago

“After they cancelled our annual service twice they finally turned up two weeks ago. The engineer called the job through to his office as a “near miss” as the fumes were too high, and the fault of them not coming out at the correct time to do the service. He serviced the boiler and then all safe. Within 2 minutes of leaving the boiler stopped working. After finally speaking to a human (my trick is not to say a word or do anything when prompted to speak or key in anything on keypad) I was told the engineer couldn’t be recalled and I have now waited two weeks for someone to come out and resolve a problem that wasn’t there before they touched it. My appointment is this afternoon and I’m not confident anyone will arrive or attempt a repair. They’re only interested in selling you a new boiler!”

Helpful Report

Posted 4 years ago

“Staying with British gas was the problem,95year old relative paying you for service plan,boiler not been touched for over 2years/still taking his money though,promise to call when we got in touch/and guess what you rang at noon on due date we can't come*short of engineers*,you've got some nerve, you don't deserve any stars as you are useless and take a95year old man's money,no morals no descency no conscience, vile company*Avoid Avoid*”

Helpful Report

Posted 4 years ago

“My boiler covered by Homecare recently failed leaving us without hot water and central heating. After encountering a little delay on the automated system with my appointment I eventually spoke to an operative at British Gas Call centre, believe this was in South Africa (but may be mistaken). The operative took ownership of the situation and communicated with the the planning team to ensure early attendance of a field engineer. The first chap attended and determined the parts required however due to workloads a second engineer (Andy 3995143) attended. He was particularly clear and fully understanding of the requirement for our quite old and unique boiler. There was a need for follow up visits, including weekend and he was absolutely brilliant. I appreciate these are challenging times for both the field engineers as well as BG itself but sometimes it is easier to be negative about our own businesses so I felt it only appropriate to commend BG in the way that they dealt with my own situation ; including the lady in the call centre as well as the excellent field engineer. WELL DONE BG !!”

Helpful Report

Posted 4 years ago

“Really bad service with British Gas Home Care. Dish washer broke down, the earliest appointment I could get was two week later. I stayed in all afternoon, no one turned up! I looked on line and they had booked another appointment for me! No phone call, I tried ringing, I could not get hold of any one, eventually chatted on line and they were not at all helpful, rediculous having to wait four weeks to get some to fix your dish washer. I'm still waiting four months for some to fix my toilet.”

Helpful Report

Posted 4 years ago

“5000 pounds 18 months later British Gas could not care less about my new boiler applying customer service stay away from them at all costs wish I had”

Helpful Report

Posted 4 years ago

“Today the boiler sprang a leak in my 86-year-old Mum’s home - water pouring into the kitchen/blowing electrics etc. So, no heating or hot water. She has had a Homecare agreement with British Gas for years and pays a substantial sum for it each month. A phone call to the advertised number resulted in her being told - by the automated system - that an engineer could visit but not until ten days time. Attempts via the online chat service/Twitter to make contact and explain that she’s a vulnerable customer facing an emergency resulted in promises that an engineer would arrive today and would phone first. When the phone call came, it was from Dynorod who - on chatting with Mum - decided they had been asked to get involved by mistake, so we had to start the contact process all over again. Since then, we were told that an engineer would be with us by 6pm, then by 10pm - still no show. The system for making contact with British Gas is utterly appalling: how can they expect an 86-year-old widow to navigate her way through the online contact methods (which don’t seem to result in any effective action anyway). Disgusting customer service.”

Helpful Report

Posted 4 years ago

“Just about impossible to have any contact with this company. They actively discriminate against people that do not have any computer skills/knowledge. Just trying to send a meter reading is a nightmare. It's as if they just don't want to speak to or deal with customers. My advice is if you are not that computer literate stay away from this company.”

Helpful Report

Posted 4 years ago

“I am not going to waste your time by writing all the horrendous things that have happened over the past two years trying to get our central heating and hot water boiler system to work. Suffice for me to say that, when one of our Thermostatic Radiator valves stopped working recently it took THREE separate visits, with one engineer twice and two engineers on one occasion to get the thing replaced............”

Helpful Report

Posted 4 years ago

“Awful. They owe me £375 and will not pay it. They paid it to an account that has nothing to do with me but will right their wrong. Genuinely stealing”

Helpful Report

Posted 4 years ago

“I have had no heating for weeks. British Gas finally sent an engineer today, who said he had fixed the problem. After he left I turned on the heating only to find it was still not working. Immediately rang B.G. to get engineer back only to be told I have to wait another 2 weeks before they can fit me in. Disgusting service and way too expensive.”

Helpful Report

Posted 4 years ago

“British Gas has raised my Direct Debit from £65 to £102.29 pm and yet I am not in debt.”

Helpful Report

Posted 4 years ago

“Dreadful company. Multiple engineers for a boiler fault, still not fixed. Multiple appointments where engineers failed to turn up or cancelled at last minute. Heating engineers don’t diagnose the problem, they guess what it’s likely to be, replace the part / component and then leave saying it’s fixed when it’s not. Save yourself the stress and pain, use another company.”

Helpful Report

Posted 4 years ago

“Worst energy company I've ever experienced. Getting them to pic up anywhere in the world is impossible. I'm not exaggerating. Everything is wrong with Brit Gas. = Terrible customer service. Over pricing and wrong billing. I'm now well overdrawn because they are asking for payments for energy - gas and electricity which I've never used. Then threaten with bailiffs. A nightmare uncaring company who, in reality don't want houshold customers because they really want industrial customers. I can't wait to leave. If you take my advice stY well clear.”

Helpful Report

Posted 4 years ago

“I have been with British Gas since 2019, had smart meters installed and paid by direct debit. Every bill I received said that my payments are on point to cover my usage so I thought nothing of it and continued to let my direct debit continue out of my account each month. I have recently changed supplier and got a bill of £900+ from BG saying I was in debit. When querying it, it turns out that there was a system error and my quarterly reviews hadn’t been carried out. I have permission for them to speak to my mam on my behalf as I work during the week and they have promised her at least 3 calls backs, two weeks later we haven’t heard anything and when she calls to ask what’s going on, they’re now refusing to speak to her. I finish work at 4:30pm everyday and their wait time on a call is 35mins, since they close at 5pm, I can never speak to anyone. I have been left with a debt of over £900 through no fault of my own and have no one I can speak to about it. I am absolutely disgusted by the service we have received and I’m a loss with what I’m supposed to do now to resolve this issue. This company is expensive and their customer service is shocking”

Helpful Report

Posted 4 years ago

“My elderly mother has a (expensive) service contract with them which is meant to include an annual service. It was booked last year and they phoned and cancelled, emergency calls only and they would credit £60 to her account. They didn’t. Letter arrived informing that a service was overdue and essential and needed to be organised. The normal challenge to get through but eventually organised it for Jan this year. No one turned up. Now April, still no service. Given up.”

Helpful Report

Posted 4 years ago

“Completely useless support. Haven't a clue how to resolve issues and just guess if they don't know the answer. Now changed to professional provider.”

Helpful Report

Posted 4 years ago

“I received a letter from debt collectors relating to a property I sold 4 years ago. They are demanding an amount of £651.75, which they claim I owe British Gas. I paid this when the house was sold. I now have to provide Bank Statements to prove this and I am appalled. In four years I have heard nothing from British Gas and the first I knew was a letter from Debt Collectors - disgusting. Steer well clear of British Gas - they are a disgrace.”

British Gas 1 star review on 7th April 2021

Helpful Report

Posted 4 years ago

“Booking a service on line is very good. But booking a repair is a night mare as the dairy is six or seven weeks waiting. We had a leek in the boiler and a bucket collecting the water under the boiler. It was a hard trying to explain on line that we wanted a repair ASAP and its also bank holiday. I phoned on Tuesday and spoke with a human who was very apologetic and undstanding an engineer was at the house within a hour and the job was fixed in a couple of hours. Well done BG”

Helpful Report

Posted 4 years ago

“Quite possibly the worst experience I have ever had in my life. Bought a property where the meter had been removed. So far, spent almost two days on hold to these loons and nobody seems to have a clue that they're doing. I must have spoken to at least 15 people in the UK, India and South Africa. Literally nobody has a clue. And they must be the only power company who close their call centres at 5pm. Completely bonkers. AVOID!!!!”

Helpful Report

Posted 4 years ago

British Gas is rated 1.2 based on 3,209 reviews